We are currently looking for an experienced Team Lead to manage our Community Operations Team working on-site at one of the largest Social Media companies in the world.
This individual will play an integral part in leading a dynamic and highly skilled team of operations analysts to ensure that best practices are in place to provide high-quality support to our users at scale.
The main responsibilities of the role are:
Oversee and manage day-to-day large diverse teams, broad functions and projects with multiple areas of focus within Community Operations.
Work as the point of contact for all HR/People-related issues for the CPL team.
Provide mentorship, guidance and career development to members of your team
Managing all onboarding paperwork for access/permissions/provisioning etc.
Work with the team trainer to confirm the onboarding training plan, including IT orientation.
Ensuring escalation channels have been provided for all queues and content types & flagging to Community Operation management any gaps in the escalation process
Ensuring that the SLAs for timeliness, accuracy and quality are met.
Play a critical role in building, training and managing a high performing Community Operations team
Interface effectively with other teams
Essential competencies and experience:
2+years’ experience in coaching/mentoring in a Contact Centre environment. Experience in service level management is essential.
A diploma in business or IT would be a plus.
Experience successfully delivering performance metrics.
Ability to identify and solve problems.
Ability to adapt to a changing environment.
The ideal candidate shall perform all Services described here in a professional manner to the client satisfaction. Providing written reports to Senior Lead, as and when requested by the client, documenting the achievement of the Services.
Location: Dublin - Sandyford (D18)
Working hours: Evening shift - 6:00pm – 2:00am. (+25% from 10pm – 2am) (business flexibility required)
Are you the right person for this role? Send your CV to email@example.com